Complaints

This profile includes complaints for Mercury Marine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mercury Marine

  W6250 W Pioneer Rd Fond du Lac, WI 54935-5636

• 

  Mercury Marine

  PO Box 1939 Fond du Lac, WI 54936-1939

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had to warranty out drive, paperwork and pictures were provided last year to show proof of purchase on the new drive, the new drive from that has failed again the same way within the warranty period however local Merc has stated they will not honor a warranty of the new drive because they "gifted" the new drive to us last year. As you can see from below was sequence of events from that warranty replacement. This is the 2nd NEW drive that has failed the same way, nothing from the fault of us however OEM but to be told the warranty is not honored because we were "gifted" a new one last year, that just is not right. We just want the drive replaced. It was noted last year there were a few others that had failed the same way within 2023.THE DRIVE FAILED LAST YEAR BECAUSE OF A LOOSE TOP CAP ON THE **** AND SINCE THE DRIVE WAS AN INSURANCE REPLACEMENT, THE CONSUMER THOUGHT THEY HAD TO GO BACK TO THE INSURANCE. IT TOOK A WHILE BEFORE THEY GOT AN ANSWER FROM THE INSURANCE THAT IT WAS A WARRANTY ISSUE. DLR SENT THE PURCHASE INVOICE, PICTURES, AND EMAILS TO/FROM INSURANCE THAT COULD PROVE THE PROBLEM HAPPENED BEFORE THE END OF THE WARRANTY PERIOD. + AUTHORIZING FR LABOR P&A WARRANTY PREAUTH FOR STERNDRIVE UNIT R&R MD28 AND DIAGNOSTIC MD75 (EXCP 0.5). NOTE: WHEN THE FAILED UNIT IS RETURNED & PREAUTH SUBMITTED AS A CLAIM, PLEASE INCLUDE "NEW" REPLACEMENT UNIT S/N IN THE PREAUTH NOTES/REMARKS FOR TRANSFER OF REGISTRATION/WARRANTY BY MERCURY.*****DLR/START (06/01/2023) NEW SERIAL #******** RECEIPT E-MAILED DLR/END***** *****/**************************** (06/02/2023 10:57:11 AM) [REGISTRATION TRANSFER REQUEST SENT]***CLAIM DISAPPROVED PENDING RETURN OF DRIVE. PLEASE RETURN WITH DENIED CLAIM TO: MERCURY MERCRUISER WARRANTY ****** W6250 PIONEER RD PLT ******************************************************. *****/********************** (07/05/2023 15:12:00 PM) YOUR SHIPMENT 1ZX5A4710397465006 DELIVERED ON WEDNESDAY, JUNE 07 AT 11:21 A.M. AT DOCK DELIVERED TO ***********, WI ** RECEIVED BY: ******* PROOF OF DELIVERY

  Business Response

  Date: 06/26/2024

  Mercury Marine takes the concerns of our customers very seriously. Thank you for the opportunity to review this case.
  

  Mercury has no communications or claims logged under Bravo drive serial number ********. The original drive, serial number ********, had active warranty from 12/31/2021 through 12/31/2022. Despite the expiration of the warranty in 2022, Mercury covered its replacement in July of 2023. Any remaining warranty from 2A389630, would have transferred to the replacement, 2A765514, at that time. However, as the warranty for 2A389630 had expired more than a year and a half before the failure, there was no remaining warranty to transfer.
  

  Regardless, Mercury would like the opportunity to review the details of this recent failure. To that end, we'd like to contact ******************* directly to determine if she's working with an authorized Mercury dealer. If she is, we'd like to contact that dealer to better understand the root cause of the failure. 

   

  Respectfully, 

  *************************

  Sr. Manager, Customer Care

  **********************

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Mercury is requesting to speak to me for more details.  Below is from the mechanic.  I am available to speak and can include the shop and my husband for more details to discuss.  I am not sure why there is no log of the first warranty replacement.  My phone number is ************.

  The drive failed the same way as the prior one which absolutely baffles me. The drive had a Forward gear set failure just like the last one.

  they both had loose upper cap. Where the bolts came out by hand  

  After the first failure, I checked shift cable adjustment, I pulled the bottle and clean the lines. Double checked gimble bearing alignment, and everything was absolutely perfect drives slides all the way on and off by hand like should.. 
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Suntracker Pontoon Model: FB20, 2024 make year, blue color, 21'11" Serial #: ************ While breaking in our new motor, we noticed something was off. The RPMs didnt exceed 4100 and never trimmed out. The boat was dropped off on 4/24/24, where I purchased the pontoon (******************************* Marine). Per communication with ******, multiple tests and attempting to find out the issue(s). I was informed that they had reached out to Mercury Marine a few times over a period of a month. Some of the tests conducted by ****** included, fuel pressure test, compression test, engine sensor function tests, and cylinder drop test. All the test results came back inconclusive. Further testing recommended by Mercury was conducted, including fuel tests under difference scenarios, and performed recall with the fuel supply module. The fuel supply module test (a common issue with this motor) indicated good results. A diagnostic ruled-in possible engine timing issue, and ****** techs were making calls to Mercury techs for further assistances.Finally, after 6 weeks of waiting for our motor to be fixed, ****** informed me that Mercury had sent out a Rep to review notes and conduct a series of tests of their own. However, the issue was not resolved, and I still do not have a boat that I have been continuing to pay for, on top of having to cancel many planned trips with family, friends, and co-workers. In communicating with ****** through this process, ****** had petitioned to have the motor replaced after the findings were inconclusive (the first 3 weeks) without an approved engine tear down. Clearly, this was a defective motor, which Mercury refused to accept and replace in a timely manner, and Im on my 7th week of waiting and paying for a boat that I do not have. If the remedy is to replace the motor with a new one, it needs to happen as soon as possible, given I had been patiently waiting for the past 7 weeks, going on 8 weeks, which is highly ridiculous.

  Business Response

  Date: 06/26/2024

  Mercury Marine takes the concerns of our customers very seriously. Thank you for the opportunity to review this case.

  Mercury Marine shipped a new replacement engine to ******************************* on June 13th, 2024.We apologize that the timeliness of the repair did not meet the customer's expectations. 

   

  Respectfully,

  *************************

  Sr. Manager, Customer Care

  **********************

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a problem with a boat part from Mercury ****** which failed in 2 months (5 hours use) I contacted Mercury and they keep referring to an older part which is out of warranty. When I explained the situation in detail they have not responded although I have emailed them on 2 occasions This is the email I sent to Mercury Marine Hi *** Thanks for your reply I think you are missing something information so I will go through the process step by step and I think you will see my reason for contacting you. 1:The transom was purchased in November 2021 from Land and sea 2: In August 2022 We found the water delivery tube in the leg had come detached. 3: *********** that purchased and installed the transom discussed the problem with Land and Sea and Land and Sea approved the supply and installation of a new water supply tube under warranty as it was a Mercury part that had failed. 4: A new water supply tube was ordered from ******** Marine and was on back order and did not arrive until December 2022, my boat was in winter storage and was unavailable for the NEW water tube to be installed until March 2023 5: The NEW water supply tube was installed on March 15-2023. 6: I used the boat for approximately 5 hours. 7: In May only 2 months after the second water tube installation it was found that the water supply tube had failed AGAIN 8:A third water supply tube has now been installed and a new water pump by Bridgeview Marine. WHICH I HAD TO PAY FOR $$$$$9: The second water supply tube is a preassembled part direct from Mercury and this failed after only 2 months or 5 hours of use. And I think the water supply tube from Mercury should be covered under warranty and this is what I am requesting to be reimbursed for the supply and installation of the 3rd water supply tube. Nothing to do with the transom and when it was registered. Hopefully this provides a better understanding of what has happened. Sorry for taking up so much of your time with this issue.

  Business Response

  Date: 10/31/2023

  We are responding to Complaint ID #********, submitted by Mr. **********************

  Unfortunately, ************** did not provide any of the information necessary for us to research his complaint, such as the engine serial number. We attempted a search of the engine by his first and last name but were unable to find any matches. In order to further research Mr. ****** complaint, we would need him to provide necessary details such as the engine serial number. A telephone number and complete address would also be most helpful.

  We hope this information is helpful to you. Should you have further questions or concerns, please contact our *************************** at ************ between 7:30 am and 4:30 pm, Monday through Friday CST.

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Mercury have requested that I provide my phone number and full address 

  the BBB state not to provide personal information 

  what should I do in this situation 
  Regards,
  
  *********************

  Customer Answer

  Date: 11/01/2023

  As requested by Mercury here is the information 

  Engine serial number ********

  My cell number ****************

  My address 

  *********************************;

  ***** **  ****** 

  v4c 3p5

  Thanks *********************;

  Business Response

  Date: 11/16/2023

  We have reached out to the customer after finding he was sending e-mail correspondence to an unmonitored e-mail address. We are working with his Dealer at ********** Marine to see what occurred with the repair he is seeking a reimbursement for, and what labor was involved. Once we have that information on what the dealer did, we can then make a determination on what the corrective action course will be. We have reached out to ***** also to let him know what is going on with this.

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Still waiting for the review from Mercury of the invoice I paid to Bridgeview Marine hopefully that will come in the next few days 

  Regards, **********;
  
  *********************

  Business Response

  Date: 12/04/2023

  This has been resolved, we are assisting the customer and covering the repairs. Contacted customer today, and he is reaching out to his dealer. Would have been resolved quicker, however the holidays made it a bit of an extended issue.

   

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a2021 sun tracker BB16xl pontoon boat with upgrade to 50HP 4 stroke out board mercury motor engine # 1C625608 which comes with 2 yr warranty order date July 10,2020 picked up boat April 17,2021. Boat has been winterized professionally 2021 &2022 in the Fall after taken out of the water for the season May 15 2023 put boat in water. ************ making a terrible noise sounds like it is going to blow up. Called mecury authorized repair shop couldnt get it in to look at it until July 20. Took it in July 20. Still not repaired today September 29,2023 We have not had use of our boat with approx 20 hrs on it all season but of coarse still paying on the loan. Numerous calls to Mecury Marine and Tracker Marine where the boat has been since July 20. They are supposed to be working together to solve the problem terrible communication between the two every time we call one or the other we have to explain the whole situation. Waiting at the moment to get a return call back from both Mecury Marine manager and Tracker Marine service center. We paid a total of approx 22,000$ for a boat we can not use. The approx cost of the motor itself is currently listed at 7,000$

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In summer of 2022 I bought a new Mercury 60hp 4stroke CT for my 18ft suntracker pontoon and had the dealer mount/install the brand new motor. Broke in the boat and used it only a few times. Fast forward to Fathers Day weekend of this year, June 18th, 2023. Took the family out for a Fathers Day boat ride and motor just shut off/died while running about **** rpms. We were stranded. After being towed in and trying to start it on the boat lift, I realized the motor was seized up. This motor has 13 hours on it and was full of water. AGAIN, only 13 hours of which 2-4 are break in hours. My 1st complaint is the constant conflicting information I was being given between the dealer and Mercury Marine. Mercury Marine stated they cannot dictate or advise the certified dealer/technician on what, when, or how to service the motor because they are Independently ***************** The dealer tells me otherwise by stating they were advised to dismantle and take pictures after requesting it fall under warranty coverage and consistently said they were waiting on Mercury. Every time dealer requests warranty coverage they claim Mercury asks for more pics. In early July 2023, I called Mercury and spoke to ****** who was amazing and willing to help. **** unprovoked called the local technician working on my motor, gathered the information and then preceded to call me back and left a detailed voicemail with what he found out. It was not inversion from panic throttle. Friday, July 28th, I went by the dealership to look at the water damage. It was determined water was ingested thru the intake. Today is August 2, **************************************************************************************************************************************** from a big wave. Not a single alarm has ever gone off. This was not operator error nor abuse or misuse. Today **** from Mercury blamed the manufacturer of the pontoon (splashing) or the dealers install and rigging as the possible cause.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a boat new with a 25hp mercury 4 stoke on back it has left me stranded on the water 11 times i only have 64hours on engine since 2016 . took boat out did fine 2 times every trip after that stranded no start after running a few minutes . shut off and crank no restart . bass pro made me feel like it was my fault like im an idiot . because each time it supposed ran for them . i told them 11 times i been stranded and it has an 8 year warranty . each time no start after runs a few minutes . no alarms no nothing try to restart just cranks ***************************** cant fix a sandwich much less a boat , now it just cranks wont even start maybe now they can figure it out it has been to bass pro 3 or 4 times with no resolution now my warranty has almost run out i bought in 2016 64 hrs divided by 7 year thats less than 10 hours a year . reason why the **** thing cant start most of the time . it will not start at all has 2 new batteries and new fuel maybe now they can figure it out

• Initial Complaint

  Date:07/08/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We met a Mercury Marine sales rep at a boat show in March and picked out the motor we wanted for our business. Mercury will not sell directly to consumers so they told us we had to purchase from a local retailer. We have contacted 3 retailers and none of them will allow us to order a Mercury motor because they cannot get in touch with anyone. I called Mercury directly twice. Both times after holding over 15 minutes, the call was disconnected with a message stating we are not taking calls at this time. I finally reached out to Mercury via social media as my last resort. I received an immediate response with excuse after excuse and blaming their retailers. I was told someone would reach out to me as soon as possible. This was over 48 hours ago and I still have not heard from anyone. Mercury has over marketed their product without the ability to actually provide service for customers. It is extremely disappointing and the excuses and lack of communication from the business are frustrating and not very professional.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 **** **** crossover with a mercury 150 proxs brand new in late 2019 I called Mercury today about the paint peeling off the lower unit for no reason. They told me warranty was over nothing they can do.I want to say on my boat I also have a mercury 9.9 pro kicker and have owned other mercury motors in the past so I feel like I am a good customer.I was told by ********************** to try the dealer and maybe something can be done my feelings are nothing will be done this boat has never touched salt water and nothing has hit lower unit.I was told this paint is baked on to a zinc coating so a touch up will not do,I feel as a good customer ********************** should stand behind their product and rectify this problem by either replacing lower unit or repainting the whole paint I am a disabled veteran who spent a lot of money I saved buying my dream boat and keeping it meticulous all I ask for i# a ****************.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 115 Pro Xs 4 stroke and Taho Pontoon boat in 2020. The motor has been beeping out at full throttle since I have owned the set up. I have done all required maintenance to the motor and still no change. I also no of 4 other folks that had new pro xs motors with the same problem. It really is upsetting because I have not been able to use the boat/mortor to pull tubes or anything since I purchased it . No one can tell me what the problem is! I have had computers hooked up the the motor and lowered my motor changed impeller and prop. EVERYTHING! I will never buy a Mercury motor again because of the lack of support I have had form ALL dealers and Mercury. I wish you would just take your motor back and give me a fair price for it so I can buy a motor that preforms the way it should. I can't even sell the dam thing because it has never worked right! You Mercury is my last hope or It will be trashed and I will just have to buy a different motor. Please respond to this email with what ever decision you have so I at least know what kind of business you really are. At this point I would never have anyone I know buy a Mercury product for obvious reasons. Thank you ***************************** *****************************************************

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We currently own a 2017 Tracker boat which was sold with a 75HP Mercury outboard motor by the Tracker Store in *********, **. We bought it in Winter of 2021. On our fourth outing in 2023, the motor blew up. The crankcase completely blew apart with such force that it also blew the computer off the front of the motor. -At the time of the catastrophic failure, the husband was 30-seconds into running at a pretty conservative 4,000rpm and on-plane about 200 yards from our boat lift. He heard a loud bang followed by a complete loss of power. He did not see or hear any sort of warning or alarm prior to the explosion and he reports the boat was operating normally for the brief time before the motor blew itself apart. He states that the motor started normally and was discharging its standard stream of cooling water.We took it to Airtec in Birchwood (a factory-authorized service center). When they hooked up the computer to check for diagnostic codes, there were none. They were shocked to see that the motor had only been run for **** hours and reluctantly presented us with an estimated repair cost of $8,528.08. They encouraged us to replace it rather than repair it, at a cost of approximately $12,000.Since the boat has been operated conservatively by adults, professionally serviced, and stored indoors, we reached out to Mercury to discuss. They turned us away because the motor's age exceeded the 3-year warranty period. Since there were no diagnostic codes and the hours were inordinately low, it's pretty clear that it's a manufacturing defect. In fact, the two factory-certified shops and one local shop who have seen this motor all agree that there is no reasonable explanation beyond manufacturers defect. We believe that the motor is subject to the implied warranty provision in s. ******* as it is a reasonable expectation on our part that a motor with **** hours on it and no diagnostic codes available should be suitable for the purpose of propelling a boat.